一站式服务模式在住院服务中心应用效果分析.docVIP

一站式服务模式在住院服务中心应用效果分析 　　[摘要] 目的 探讨住院服务中心“一站式”服务模式的应用效果。 方法 选取2015年6～12月我院住院服务中心实施传统服务模式为实施前组；2016年1～6月实施“一站式”服务模式为实施后组，比较两组病床周转次数和平均住院日、有效处理时间和投诉情况、对于服务模式的满意度。 结果 实施前与实施后病床周转次数和平均住院日数据比较差异有统计学意义（P0.05）；实施后投诉有效处理时间（30.85±10.35）min明显短于实施前（91.28±3.55）min，差异有统计学意义（P0.05）；实施后受访者满意度高达97.85%，明显高于实施前89.76%，差异有统计学意义（P0.05）。 结论 实施“一站式”服务模式简化繁琐的服务流程，缩短在院时间及有效处理投诉时间，提升患者满意度，值得各医院推广应用。 　　[关键词] 一站式服务模式；住院服务中心；满意度；医疗投诉 　　[中?D分类号] R197.61 [文献标识码] A [文章编号] 2095-0616（2017）09-146-04 　　Clinical analysis of applying one-stop service mode in inpatient service center 　　YI Yunlan 　　The Third Peoples Hospital of Shenzhen，Shenzhen 518112，China 　　[Abstract] Objective To investigate clinical effects of applying one-stop service mode in inpatient service center. Methods Patients received traditional service model from June 2015 to December 2015 in inpatient service center were selected as pre-implementation group，while patients received one-stop service mode from January 2016 to June 2016 were selected as post-implementation group.The number of hospital beds turnover，average hospitalization days，effective treatment time，complaints situation，and satisfaction with the service mode of the two groups were compared. Results The difference of the number of hospital beds turnover and average hospitalization days between pre-implementation and post-implementation groups was of statistical significance （P0.05）.The effective complaint handling time after implementation was （30.85±10.35）min，which was obviously shorter than that before implementation with （91.28±3.55）min，and the difference was of statistical significance （P0.05）.The Respondents satisfaction after implementation was 97.85%，which was obviously higher than that before implementation with 89.76%，and the difference was of statistical significance （P0.05）. Conclusion Applying one-stop service mode can simplify the tedious service flow，shorten the hospitalization time and the effective complaint handling time，and improve patient satisfacti